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LensCrafters / bait and switch

1 United States Review updated:

After having a bad experience at Eyemasters in the same mall your store is in, I went to Lenscrafters to find new glasses. The person that helped me that day was Peggy. She seemed very knowlegeable and friendly and willing to help me. I told her what I was looking for, the price I had paid without my insurance at Eyemasters ($279.99) for designer Armani frames and Essilor lens with progressives and transitions, uv, scratch resistance-everything! I have Eyemed insurance. She called your lab to see if you have the verilux physio 360 lens and she said that they did. She put it my insurance info in the computer, she put in a generic frame with a cost of $200.00 and supposidly everything I wanted including scotchguard. She gave me a total of $277.00 for everything. She even showed that to me on the computer. I advised her that I had to get my refund back from Eyemasters (since they did not line up the bi-focal properly the glasses were a mess). I kept in touch with her over the next few days to let her know how that process was going. When I got my refund back, I called her and advised that I would like to come in and pick out a frame and purchase the glasses. I double checked again to make sure the price was as quoted as I had done every time I spoke with her. She stated each time that it was. I told her I could come in on Friday (July 10) She stated that she was off that day and that I could speak with her co-worker Sandy that day. My sister and I went up there Friday and I chose a pair of frames that were $220.00 D & G dd5028 in bronze. I wasn't sure about the color on the temples so I was advised to drive to the Cedar Hill store or the Southlake store to view them in another color or see other frames available. I then drove all the way to Cedar Hill. I live in Mansfield, so this was not close to my home. I arrived at the Cedar Hill location and they were very busy so I had to wait quite a while. They were out of that frame and had ordered a pair in black for another person but it was already sealed and ready to be shipped to another customer. I then left, but was advised that I could go to the North Park Mall location in Dallas to see them and other glasses. That was much, much farther to drive and I didn't go. I went back to the Parks Mall location in Arlington on Monday. Sandy was there since Peggy was off work that day too. I decided I would go ahead and get the bronze ones. She looked in the computer for my information, typed in my RX and proceeded to fill my order, did measurements, etc. When she was done, the price was almost $500! I didn't understand why. I explained that this was not what was quoted to me. She had the manager Charles to look at the order and he advised that I wait until Peggy comes back to work on Tuesday and let her do the order since she would know what she had done. I waited to receive a call on Tuesday, but instead I had to call her. They were busy in the store she stated, and she would call me back in about 30 minutes. 2.5 hours later, she called me. She stated she was still working on it and would call me back. She did call me back and said she realized that she had forgotten to add something to the order and that's why there is a big difference int he price. So, I have wasted almost a week with this! I've wasted time and money driving here and there for her to have misquoted me on the price! Shouldn't the price be honored since your employee quoted it to me directly and showed that price on your computers!!! I was assured when I spoke with your employees that you were much better than Eyemasters and that you stand behind your products and customer service is your main objective. I'm not seeing it. Sounds too much like a bait and switch to me. I will be posting this letter and my experience with your company around the internet.

Ro
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  • Ro
      30th of Jul, 2009
    0 Votes

    After having a bad experience at Eyemasters in the same mall your store is in, I went to Lenscrafters to find new glasses. The person that helped me that day was Peggy. She seemed very knowlegeable and friendly and willing to help me. I told her what I was looking for, the price I had paid without my insurance at Eyemasters ($279.99) for designer Armani frames and Essilor lens with progressives and transitions, uv, scratch resistance-everything! I have Eyemed insurance. She called your lab to see if you have the verilux physio 360 lens and she said that they did. She put it my insurance info in the computer, she put in a generic frame with a cost of $200.00 and supposidly everything I wanted including scotchguard. She gave me a total of $277.00 for everything. She even showed that to me on the computer. I advised her that I had to get my refund back from Eyemasters (since they did not line up the bi-focal properly the glasses were a mess). I kept in touch with her over the next few days to let her know how that process was going. When I got my refund back, I called her and advised that I would like to come in and pick out a frame and purchase the glasses. I double checked again to make sure the price was as quoted as I had done every time I spoke with her. She stated each time that it was. I told her I could come in on Friday (July 10) She stated that she was off that day and that I could speak with her co-worker Sandy that day. My sister and I went up there Friday and I chose a pair of frames that were $220.00 D & G dd5028 in bronze. I wasn't sure about the color on the temples so I was advised to drive to the Cedar Hill store or the Southlake store to view them in another color or see other frames available. I then drove all the way to Cedar Hill. I live in Mansfield, so this was not close to my home. I arrived at the Cedar Hill location and they were very busy so I had to wait quite a while. They were out of that frame and had ordered a pair in black for another person but it was already sealed and ready to be shipped to another customer. I then left, but was advised that I could go to the North Park Mall location in Dallas to see them and other glasses. That was much, much farther to drive and I didn't go. I went back to the Parks Mall location in Arlington on Monday. Sandy was there since Peggy was off work that day too. I decided I would go ahead and get the bronze ones. She looked in the computer for my information, typed in my RX and proceeded to fill my order, did measurements, etc. When she was done, the price was almost $500! I didn't understand why. I explained that this was not what was quoted to me. She had the manager Charles to look at the order and he advised that I wait until Peggy comes back to work on Tuesday and let her do the order since she would know what she had done. I waited to receive a call on Tuesday, but instead I had to call her. They were busy in the store she stated, and she would call me back in about 30 minutes. 2.5 hours later, she called me. She stated she was still working on it and would call me back. She did call me back and said she realized that she had forgotten to add something to the order and that's why there is a big difference int he price. So, I have wasted almost a week with this! I've wasted time and money driving here and there for her to have misquoted me on the price! Shouldn't the price be honored since your employee quoted it to me directly and showed that price on your computers!!! I was assured when I spoke with your employees that you were much better than Eyemasters and that you stand behind your products and customer service is your main objective. I'm not seeing it. Sounds too much like a bait and switch to me. I will be posting this letter and my experience with your company around the internet.

  • Cr
      4th of Aug, 2009
    0 Votes

    No surprise. The "I forgot" is so common there that I honestly think they teach it in their sales training.

  • Ms
      28th of Aug, 2009
    0 Votes

    I received a response from the BBB and Lenscrafters is stating that I did not request any enhancements when originally quoted...BULL, I stated exactly what I wanted and it was understood...the employee is just trying to cover her butt! That's why the employee had to call her lab to verify my request...DUH!!!

    I've been passing this information to employees of AT&T so they will know what to expect from this company. My advise, shop anywhere else but Lenscrafters...from what I have seen thus far, the online prices are much better for the same products. Even using insurance, you actually get a better buy not using the insurance except to send in the receipts for reimbursement. These big chain Eyecare companies that accept insurance are really a ripoff anyway. When these stores have any kind of special, you can't use the insurance anyway!

  • Am
      11th of Dec, 2009
    0 Votes

    Wow! That is really bad. She probably didn't add the Varilux Viseo lens. The add on charge for that type of lens is like 150 to 200 dollars. I am sure you did not have the Varilux at Eyemasters for that price. The Varilux lens actually costs the company more than 200 dollars (compared to a normal lens that costs them like 1 to 50 dollars before cutting/edging and payment of staff).

  • Ma
      5th of Mar, 2010
    0 Votes

    Armani frames are not actually considered "designer frames". They're very cheap and are the frames in which are used for Gift of Sight customers, which are people that receive glasses due to a community outreach project. So cheap frame plus (more than likely) cheap lenses at Eyemasters = cheap price. At Lenscrafters, paying $500 for $900 Varilux lenses (which is the most expensive lens option at Lenscrafters) and a REAL designer frame probably $200 is a steal! EyeMed generally takes quite a bit off, and the final price was still a great deal. Lenscrafters is higher quality than Eyemasters and that's why you pay more there. I'm not sure what your complaint is actually about. You didn't actually pay for anything, so why complain? Ok, you were quoted a price and someone accidently didn't place something in the computer, and how the dare that same employee not work 24/7 just in case you strolled in. It's not as if they asked you to pay an extra amount after receiving the glasses, so get over it. It's not a bait and switch because you never received anything in lower quality. The price may have changed, but you had the right to refuse it. If she showed you the screen, you would've seen the lens type and frame and could've read for yourself what the price was quoting. God forbid anyone blame themselves.

  • Ma
      5th of Mar, 2010
    0 Votes

    Well, than my advice is to shop anywhere but AT&T or you may get msrozz as your salesperson. She doesn't understand subtle details in product descriptions and may get a bit confused in this regard. But if you do get her as your salesperson, if she makes even the smallest error, make sure you berate her endlessly, just as she did to the Lenscrafters staff.

    Somebody needs some attention...

  • Ni
      28th of Jan, 2011
    0 Votes

    Giorgio Armani and Emporio Armani are designer. Armani Exchange is the cheap china crap. If you have Eyemed and you're getting progressives, you're really only getting about 40 to 50 bucks off. There's no way around it. Insurance screws everyone, most notably the doctor.

  • He
      8th of Jul, 2011
    0 Votes

    It is not a bait and switch it was a mistake. It was incovient but they do not have to honor the quoted price since there is such a huge gap. I have similiar lenses to what you said, mine are crizal lenses and my frames are Cavalli and they cost about 260 with my insurance. Frames alone were 220.

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